客房英语培训

LOGOPage2Chapter1.CourtesyEnglish第一部分礼貌英语Page3“GoodMorning,Sir/Madam.”“GoodAfternoon,Sir/Madam.”“GoodEvening,Sir/Madam.”“MayIhelpyou,Sir/Madam?”1、见面打招呼Page4“Please”“ThankYou”“ExcuseMe”“PardonMe”2、能讨人喜欢的谈吐Page5“Mr.”“Mrs.”“Mr.&Mrs.”“Master”3、客人喜欢听你称呼他的姓氏Page6“Sir”“Madam”“Miss”“Sir&Madam”4、普通个人的称呼Page7“Gentlemen”“Ladies&Gentlemen”“Ladies”“Lady&Cattlemen”5、团体客人的称呼Page8“Howareyoutoday,Mr.?”“Verywell,Thankyou.Andyourself.Sir?”6、见面时的寒喧Page9“Yes,Sir/Madam.”“MayIhelpyou?”“I’llbewithyouinamoment,Sir/Madam.”“Sorrytohavekeptyouwaiting,Sir/Madam.”7、应答客人呼唤的词句Page10“Certainly,Sir/Madam.”“I’llgoandgetitrightaway,Sir/Madam.”“Yes,Sir/Madam.”“Immediately,Sir/Madam.”8、可以供应客人之要求时,应答Page11“Sorry,wehaveRunoutof.”“I’mterriblySorry.Wedon’thave.”“Awfullysorry.Sir/Madam.Wehavesoldout.”“I’mAfraidWedonothave.”9、不能供应客人之要求时,应答Page12“Ifyouwaitaminute,Sir/Madam.I’lltrytofindout.”“Yes,Certainly.Allowme.”10、一时未能肯定是否能供应客人之要求时,应答Page13“MyNameIs.Callmeanytime.I’mverygladtobeofservice.”11、自我介绍Page14“Mypleasure”“You’remostwelcome”“Gladtobeofservice”12、当客人向你道谢时Page15“That’squiteallright.”“Itdoesn’tmatter.”“It’sNothing.”13、当客人向你道歉时Page16“I’msorry.”14、让路给客人Page17“Certainly,Sir/Madam.Letmehelpyou.”“Goaheadplease.You’rewelcome.’“Yes,ofcourse.AllowMe.”15、客人微询你的同意可否拿走某物件时Page18“Sosorrywecan’tdothat.It’sagainstourrules.”“I’mterriblysorry,wearenotpermittedtodothis.”“I’mafraidit’sagainstcompanypolicy.I’msosorry.”16、当不能答允客人的要求时Page19“No,thankyou.You’reverykind.”“It’sawfullykindofyou.Butno,thankyou.”17、当客人由於客气而给你赏物时Page20“No.I’msorry.”“I’mafraidthat’snotso.”“I’mafraidnot.Unfortunately.”“Notreally.”“No,Sir/Madam.Itisnot.”18、婉拒客人的要求时Page21“I’msorry.Sir.I’mbeingcalledaway.Haveapleasantday.Sir/Madam.”“Goodday,Sir/Madam.”19、中断与客人谈话时Page22“Youtoo,Sir/Madam.”“Andyou,Sir/Madam.”“TheSametoyou,Sir/Madam.”20、若客人客气地先和你说“有个愉快的周未”的时候Page23“Pleasetakeyourtime,Sir/Madam.There’snohurry.”21、客人因他的缓慢,拙劣而面露尴尬时Page24“Excusemeforinterrupting.”“MayItakeupafewmomentsofyourtime?”“MayISpeaktoyouforamoment,Sir/Madam?”22、要打断客人的谈话时,应说Page25“Sorrytohavekeptyouwaiting.I’llseetoitrightaway.”23、当客人催促你时Page26“Hereisyour.Sir/Madam.”24、向客人展示单据等物时Page27“Goodmorning/Afternoon/evening.Thisis.Mynameis.MayIhelpyou?”25、接听电话时Page28“Thankyoufortellingus,Sir/Madam.Iassureyouitwon’thappenagain.I’llspeaktoourmanageraboutit.Pleaseacceptourapology.”26、接受投诉或批评时Page29“I’mterriblysorry.Therecouldhavebeensomemistake.Idoapologise.”“I’msorry,Sir/Madam.I’lllookintothematteratonce.”27、处理错误或达失时Page30“I’msorry.Idon’tunderstand.I’llgetyouthemanager.”“I’msorry,Idon’tunderstand.Canyoupleaseshowme?”28、当你听不懂时Page31“Gostraightahead.”“Turnleft/rightatthefirstcorner.”“Gouptheescalator.”“Godowntothelobby.”“Sorry,I’mnotsure.Ifyou’llwaitaminute.I’llbegladtofindoutforyou.”29、为客人指示方向Page32“Couldyou(Signhere),please?”“MayIaskyouto(returnin5minutes)Sir/Madam?”“CouldIHave(yourname)Sir/Madam?”“Please(comethisway)”30、请客人作某种事情时Page33Chapter2.GeneralEnglishConversation第二部分基本会话Page34VOCABULARYWelcome欢迎friend朋友farewell告别Identify识别definitely肯定safe安全的Enjoy喜欢pleased高兴sure当然trip旅游weekend周末again再lookforwardto盼望satisfaction满意UNIT1:GREETINGS&FAREWELLSPage35Goodmorning.GoodAfternoon.早上好。下午好。Goodevening.Welcomeback.晚上好。欢迎回来。Hello.Howdoyoudo?你好你好吗？Howareyou?Fine,thankyou,andyou?你好吗？很好，谢谢，你呢？Good-bye.Goodnight.再见。晚安。PHRASESONTHEJOBPage36Itwasnicetoseeyouagain.很高兴又见到你。HaveaHaveagoodevening.Seeyoulater.晚上愉快。回头见dweekend.Haveasafetrip.周末愉快。一路平安。Haveagoodday.Hopetoseeyouagain.祝您愉快。希望再见到您。Thankyouforcoming.(Thanksforcoming)感谢光临。Lookforwardtoseeingyouagain.盼望再见到您。Page37Staff:Goodmorning.Mr.Smith.Howareyoutoday?Guest:Goodmorning,Jane.I’mfine,thanks,andyou?Staff:I’mfine,too.Areyouchecking-outtoday?Guest:Yes,Ithinkso.Staff:Didyouenjoyyourstayhere?Guest:Yes,Idid.TALKINGTOTHEGUESTPage38Staff:Ihopeourserviceistoyoursatisfaction.Guest:Sure.I’mverypleasedwitheverythinghere.Staff:Thankyou.Iwishyouanicetriphomeandlookforwardtoseeingyouagain.Guest:Thankyou.I’lldefinitelycometotheRenaissancenexttimeI’minTianjin.Page39VOCABULARYIntroduction介绍happy高兴spellout拼写出来meet会见glad高兴firstname名pleased高兴nice很好lastname姓Certainly当然了pleasure高兴enjoy喜欢UNIT2:INTRODUCTIONSPage40MynameisJohnSmith.我叫约翰.史密斯It’snicetomeetyou.很高兴见到您。I’mgladtomeetyou.很高兴见到您。I’mMaryCopper.我叫玛丽.库伯。I’mpleasedtomeetyou.很高兴见到您。PHRASESONTHEJOBPage41LetmeintroduceyoutoJohnSmith.我把你介绍给约翰.史密斯。I'dliketointroduceyoutoMarySilver.我想把你介绍个玛丽。I’dlikeyoutomeetMr.Thomson.希望你认一下托玛斯先生。Idon'tthinkwe'vemetbefore.我想我们以前没见过。Havewemetbefore?我们以前见过面吗？You’renewhere,aren'tyou?你是新来的，对吗？Page42Staff:Goodmorning.MayIknowyourname?Guest:Certainly.MynameisJohnParkinson.Staff:Wouldyoupleasespellyourlastname?Guest:Sure.P-a-r-k-i-n-s-o-n.Staff:HowdoyoudoMr.Parkinson?Welcometoourhotel.Guest:Howdoyoudo?Verynicetomeetyou.Staff:Hopeyou’llenjoyyourstayhere.Guest:IthinkIwill.Staff:Seeyoulater.Guest:Seeyou.TALKINGTOTHEGUESTPage43VOCABULARYexcuse原谅apologize请求原凉mistake错误forgive原谅mind介意assure保证sorry对不起rightaway马上happen发生bill帐单Check检查，帐单UNIT3:APOLOGIES